Richard & Associates, Inc.

The customer arrived at our business at 4:36pm. One of our office worker was closing the door and turning the sign when he arrived. She asked what he was coming for and he said to get his vehicle back. She asked for his name and the office manager looked through the releases that
we had on file from lien holders and his was not received yet from the bank. The office worker told the customer that we did not have his release. She did not say we didn't have his vehicle, as we did have the vehicle on our storage lot. She told him that he would have to come back the next business day, as redemption hours are Monday through Friday 9am-4:30pmAll of our clients have this information and can't say why Member's 1st told the customer he could come up until 5pm The office workers are present for one half hour after closing time to finish with closing procedures. The office manager did receive a phone call from Clint while the customer was in the parking lot. She stated to him that the release had not been received yet and the customer arrived after closing time. Redemptions are only allowed during those hours. He stated that he had spoken with the customer earlier in the day and told him to call our office to schedule a time to pick up the vehicle. The customer did not call the office prior to coming, if he had, he would have been told our redemption hours , fee's due and method of payments accepted along with the fact that we had not received his release yet from the bankOur office did not receive the release from the bank until 6/3/ Our Vice President, Zachary F* did call the customer on 6/3/and left him a voice message to discuss

We as a company are not allowed to return a vehicle to a customer unless instructed to do so by that customers lien holder for their vehicleThis customer would have to speak with the lien holder to resolve this situation

The issue has been resolved between Richard & Associates and *** * *** *** on 10/9/

[To assist us in bringing this matter to a close, you must give us a
reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
They did not even allow me to call the company to verify since the check was there at the lienholder and they themselves even refused to call
Regards,
*** ***

The "Agency" Cannot be aware of professionalism or Code of Ethics, Proper Ethics for Business, as they have several addresses listed under the business name Richard & Associates, the CEO listed deceased and other is retiredActual President found is Richard L***, Jr., The management is bonded agents of with ARA with no business license on file, office ladies filled with unprofessional laughing when calling instead of professionalism, If your visited by the a VP , Zack RF* thats the driver/Agent whom will get in your face sneak around your property, weirdly all times of day leaving noticeable things, like a stalker, you do not want thisOne would assume "VP" is very loose in this agency, no management or business experienceThey will say and perceive themselves as Federal agents or partners of local government agents depending on the situation, and the extendThey will attempt to come in your home, use excessive force in anyway possible depending on what they what even if its non relatedYou must understand that they are not permitted on your property once you instructed them to leave, they must, if they will not just call emergency services Especially if you are unable to get in touch with your local police Recent incidents have included banged on garage doors, house doors, windows, kicking things, trying to block people cause possible harm physical, mental , starting at am, 6am until am , amJust understand Very dangerous

Richard & Associates is committed to improving communication with clients and customers.  Since receiving the complaint, we have communicated with all of our clients to review our redemption hours to prevent situations like this from happening again.  Thank You.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  We received a check for the damage that was done and are completely satisfied.  This complaint can now be closed.     
Regards,
[redacted]

This person did contact our office on 8/27/15 and spoke to Nikki, who requested that she send pictures to the office for the owner to review. She then sent pictures of the driveway via text message to Nikki who forwarded the pictures to the owner who reviewed the pictures. The damage appeared to be...

from the rubber left from the tires of the vehicle that was repossessed. Nikki responded to the lady that the owner would be in contact with her the next day to discuss as he was not in the office at the time, she responded back to Nikki stating not to worry about having him contact her back. We assumed at that point that no further contact was necessary.

We the repossession company are not permitted to call the lienholder directly. During day time business hours, the customer has the right to call the lienholder. Our agent could not and would not stop a customer from calling a lien holder. This vehicle was repossessed on 12/9/15. [redacted] redeemed the vehicle on 12/10/15 and paid the appropriate storage fees. Had this repossession been done in error, the lienholder would have required Richard & Associates, Inc. to return the vehicle and charge no storage fees.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:When asked by the employee of the business how she could help me, I stated that I was there to pick up my vehicle. The employee asked for my last name, nothing else. I gave her this information, and her reply was simply, "I'm sorry, it's not here." Neither the employee nor myself mentioned the release. I do believe that this could have been an honest miscommunication, but it did lead me to believe that I was being told that my vehicle was not there.The bank did provide me with contact information for Richard and Associates, but I was not made aware that I needed to call them first. This, the late delivery of the release order and the incorrect hours for pick-up were errors on the part of the bank, over which Richard and Associates had no control.In order to prevent issues like these in the future, I feel that both the bank and Richard and Associates need to improve their communication, both with each other and with the vehicle owners. I have already spoken with the bank about this. Mr. F[redacted] did try to call me, and I tried to call him back and left a voicemail for him. If Richard and Associates will commit to working on their communication to avoid these problems in the future, I will consider this complaint to be satisfactorily resolved.Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason...

why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
They did not even allow me to call the company to verify since the check was there at the lienholder and they themselves even refused to call.
Regards,
[redacted]

Review: ON MAY 22, 2013. PARKED MY CAR AFTER GETTING OFF OF WORK THAT MORNING @ 7:00 AM. WENT TO SLEEP TO GET REST TO GO TO MY OTHER JOB AT 2:00 PM. WHEN I AWAKEN AT 12;30 PM I NOTICED MY CAR WAS MISSING FROM IN FRONT OF MY HOUSE WHERE I HAD PARKED IT. CONTACTED [redacted] TO FIND OUT IF THEY RETREIVED IT , OR HAD IT BEEN STOLEN. THEY TOLD ME THAT IT HAD BEEN REPOED ON COUNT OF LATE PAYMENTS. I WAS TOLD THAT RICHARD AND ASSOCIATES HAD MY VEHICLE IN THEIR POSSESION AND I NEEDED TO CONTACT THEM AND SET UP ARRANGEMENT OF GETTING IT BACK. I THEN CONTACTED THEM AND ARRANGED TO PICK UP MY CAR. I WENT TO THE SHOP A LITTLE AFTER 2:00 PM. I PICKED MY CAR UP AFTER PAYING WHAT WAS OWED A WELL AS THEIR STORAGE FEE FOR THOSE FEW HOURS. I LEFT THERE HEADED TO WORK, WAS RUNNING LATE , SO NO TIME TO INSPECT. ONCE I HAD TIME TO INSPECT ON MY BRAKE , I COULDNT HELP BUT NOTICE THE DAMAGE TO THE FRONT BUMPER. IT STANDS OUT , WHICH THERE WASNT NO DAMAGE PRIOR.Desired Settlement: I WOULD LIKE MY BUMPER REPLACED OR FIXED. IF NOT THAT PAY ME SO I MAY TAKE IT AND HAVE IT FIXED MYSELF. THANK YOU, [redacted]

Business

Response:

Dear [redacted];

As you are aware we are in receipt of the Revdex.com's letter dated May 23, regarding the complaint of [redacted]. Our response & position regarding this matter is as follows.

The repossession agent assigned to this account is my son and also the President of our company! He has over 14 years experience in the repossession industry and holds various designations, ie CARS, & CCRS, both of which require extensive training and testing within our industry. Our equipment is the "State of the Art" and helps insure the safe handling of all types of vehicles.

[redacted] was given every opportunity to inspect his vehicle, and at no time did he indicate that he was in a hurry before signing the condition report that clearly states the scratches were on the vehicle at the time of the repossession.

I'm sorry, however it is our position that we did not cause any of the scratches on the front bumper of [redacted] Buick, and therefore, we cannot & will not accept responsibility for his claims.

Regards,

[redacted] Chairman/Founder

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The lady at the window had me sign a receipt for the car , nothing was ever mentioned about inspecting it are a form for me to sign in refrence to the vehicle being damaged or anything to the affect. I specifically told the two girls that I was in s hurry and had to be at work by 2; 30 pm. they told me where the car was behind this fence and up on a hill , I had to walk and find the vehicle myself. I have a witness that was present who work for a attorney firm , who also expressed how unprofessional they were, they dont even show you to your vehicle. my car had no bumper damage what so ever to it, and if yiu look at it , you can tell that the damage couldnt come from me driving it , nor someone hitting me. it was done from someone dragging it across the ground. again as I said before , I want my bumper restored to how it was before these guys picked my car up from in front of my house, or money for the amount to repair. also if you look at the street in front of my house where the car was parked , theres no way you can hook it up and tow it without sraping or somekind of damage, do to the dip in the road. these guys were in a rush , so they hooked it up as fast as they could to avoid conflict, by donig so it led to my vehicle being damaged.

Regards,

This company is the most unprofessional company in years that I had to deal with and they won't cover the damage that cause on private property or the vehicle that they repossessed and their employees are very arrogant and like to get in face and the one actually pulled me.

Thay are the most unprofessional company I had to deal with I had a repo on a bike and thay will not pay for property damage a damage they caused to the bike and my property and they broke in to my girlfriend's garage to get it no one told me they where coming to get it